Are you the kind of person who genuinely lights up when you help someone feel heard, especially when they’re scared, confused, or frustrated?
Can you manage a high volume of client relationships without letting a single person feel like a case number?
Do you bring warmth and professionalism in equal measure, and thrive in an environment where no two days are exactly the same?
Are you ready to be the human face of a law firm that fights hard for people who need it most?
Final question: When a client calls in distress, do you lean in, or look for a way out?
IMPORTANT — TO APPLY
- Questions? Email [email protected] only.
- Do not contact us through our website, by phone, or via social media direct message.
- To Apply: Click the "Apply" button and submit your application through the link provided.
RECRUITERS: DO NOT CONTACT
About Lawyer The Lawyer | L.A. Law LLC
At L.A. Law LLC, we fight for people when they need an advocate the most. From serious car accidents and workplace injuries to workers’ compensation disputes and wrongful death, our team stands between our clients and the insurance companies that would minimize what they’ve suffered.
With tens of millions recovered and a growing caseload of complex personal injury matters across Connecticut, we have built a reputation for delivering exceptional results and never backing down when the stakes are high.
But results alone don’t define us. What truly sets us apart is our commitment to the client experience. We believe every person who walks through our doors, or calls from a hospital bed, or reaches out in the middle of a crisis, deserves to be treated with compassion, respect, and genuine care. That belief isn’t a marketing line. It’s the standard we hold ourselves to every single day.
What Makes Us Different
Lawyer the Lawyer isn’t just a law firm — it’s a brand built on a simple idea: that people deserve to understand the system that’s supposed to protect them. Attorney Twillie spent years on the insurance defense side before switching to fight for the people insurance companies work against. That experience shapes everything about how we operate — how we communicate with clients, how we evaluate cases, and how we talk about the law publicly through our social media, community events, and educational content across Connecticut. We are building something that goes beyond case files and settlement checks. If you want to be part of a firm that is visible, growing, and genuinely invested in the communities it serves, you’ll feel that from day one.
Why This Role Exists
As our firm grows, so does our responsibility to our clients. We are looking for a Client Experience Manager to own the client relationship from first contact through case resolution, ensuring that every client feels informed, supported, and valued throughout what is often one of the most difficult experiences of their lives.
This is not a passive, phone-answering role. It is a high-impact position that sits at the intersection of client service, case communication, and firm reputation. The right person will be proactive, emotionally intelligent, organizationally sharp, and deeply committed to delivering an exceptional experience at every touchpoint.
What You’ll Do
Client Relationship Ownership Serve as the primary point of contact for clients throughout the life of their case. Build genuine relationships, deliver consistent communication, and make every client feel like they matter — because they do.
Intake & Onboarding Guide new clients through the intake process with warmth and clarity. Set accurate expectations from the start, answer questions confidently, and ensure every new client feels welcomed and informed from day one.
Proactive Case Communication Don’t wait for clients to call wondering what’s happening with their case. Develop and execute a proactive outreach cadence — calls, emails, status updates, so clients are never left in the dark.
Issue Resolution When clients are frustrated, confused, or upset, you are the first line of response. De-escalate with empathy, resolve what you can, and escalate appropriately when needed, always with urgency and ownership.
Cross-Team Coordination Work closely with attorneys, paralegals, and case managers to stay current on case status and relay accurate, timely information to clients. You are the bridge between the legal team and the people they serve.
Client Feedback & Experience Improvement Track patterns in client concerns, questions, and feedback. Bring those insights to leadership to drive continuous improvement in how the firm communicates and serves its clients.
Documentation & Reporting Maintain accurate and thorough records of all client interactions within the firm’s case management system. Track client satisfaction, response times, and communication milestones.
What We’re Looking For
Genuine Client Service Orientation You don’t just tolerate difficult conversations — you navigate them well. You bring patience, empathy, and professionalism to every interaction, and clients consistently feel better after speaking with you than before.
Communication Excellence You are an exceptional communicator, verbal and written. You can explain complex legal processes in plain language, adapt your tone to the situation, and write clearly and professionally without needing a template.
Bilingual — Spanish/English The ability to communicate fluently in both Spanish and English is strongly preferred. A significant portion of our client community is Spanish-speaking, and the ability to serve those clients in their preferred language is a meaningful advantage. Candidates who do not speak Spanish are still encouraged to apply.
Organizational Strength You manage competing priorities without dropping balls. You are proactive about follow-up, disciplined about documentation, and comfortable working within systems and processes.
Emotional Intelligence You understand that clients in personal injury matters are often dealing with pain, financial stress, job loss, and fear. You meet them where they are, with patience, not impatience, and you know when to listen more than you talk.
Accountability & Ownership You take responsibility for the client experience on your watch. You don’t blame circumstances or pass problems along, you own them and solve them.
Adaptability The pace is fast and the caseload is growing. You stay composed under pressure, adjust quickly when priorities shift, and bring a positive energy to the team even on hard days.
Technical Comfort You’re comfortable learning and using case management software, CRM tools, and standard office technology. You document thoroughly and use systems consistently.
Why You Should Be Here
Meaningful Impact — Every Single Day This is not a role where you wonder if your work matters. Every client interaction is an opportunity to make a difficult time in someone’s life feel more manageable. That is not a small thing.
A Culture That Invests in People L.A. Law LLC believes in the growth of the people who show up, do the work, and hold the standard. If you are driven and want to build a career...not just hold a job — there is a path for you here.
A Team Worth Showing Up For You will work alongside attorneys, paralegals, and operations professionals who are genuinely committed to their clients and to each other. Accountability, transparency, and mutual respect are not aspirational values here, they are daily practices.
Room to Own It This role is yours to build. The right person will have real input into how the client experience function grows as the firm scales. If you want to create something, not just maintain something, this is the opportunity.
Compensation & Benefits
- Competitive Base Salary commensurate with experience
- Health Insurance — quality coverage for you and your family
- Indexed Universal Life Insurance — a unique long-term financial security benefit
- Paid Time Off — structured PTO to recharge and perform at your best
- In-Office Position — Hartford-area, Connecticut
This position is based in the Hartford area. We welcome applicants from Hartford County, Tolland County, New London County, and the Greater Springfield, Massachusetts area — including Longmeadow, East Longmeadow, West Springfield, Chicopee, Enfield, Suffield, Ellington, Vernon, Manchester, Glastonbury, and surrounding communities.
L.A. Law LLC is an equal opportunity employer. We evaluate every candidate on their ability to do the job...nothing else.
If you are a client-focused, emotionally intelligent professional who wants to do meaningful work in a firm that takes people seriously, we want to hear from you.
Questions? Email [email protected] only. No phone calls or social media messages, please.
Pay: $48,000.00 - $60,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
Work Location: In person
